The issue is with Email/Chatter: Our customers very often send us Emails with some external partners as CC is the loop. Something like:

Sender: customer@hisdomain.com
Recipient: ouremail@odoo.ourdomain.com
CC: some_other_external_partner@partnerdomain.com

What happens currently is that in Odoo Helpdesk a Ticket is created with both emails added as Followers. If the emails do not yet exist in the system Contacts are even automatically set up in Odoo Contacts.

So far so good. But now comes the issue:

If we reply to the request in Chatter using "Send message" Odoo helpdesk sends out SEPARATE and identical messages to all the followers. So customer@hisdomain.com and some_other_external_partner@partnerdomain.com receive our answer as SEPARATE Emails.

This breaks the loop: customer@hisdomain.com receives the answer but thinks we have forgotten to write to some_other_external_partner@partnerdomain.com. But some_other_external_partner@partnerdomain.com has received the same answer as well but separately and thinks we have not written to customer@hisdomain.com. If any of them wants to reply he would have to remember and add manually the other emails to fix the loop again.

This is not practical and confuses our customers. We generally understand the concept of Followers in Odoo and also start to like it. However we have to find a solution to not confuse our customers.

Solution: We would expect that if we send out THE SAME message to some followers that ONE EMAIL would be sent out with all the followers as recipients so that they see each others email and know that the other ones also have received the message and that they can easily reply to all people in the loop.

We would actually expect this to be the default in Odoo and imho this is a major bug. Can this behaviour (replying to followers in one mail with all of them as recipients instead of separate identical mails) be somehow configured or are there plugins to fix this? Do others have this issue as well? Happy about any hint to solve this.